To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values-integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
THIS POSITION IS COVERED BY THE TEAMSTERS COLLECTIVE BARGAINING AGREEMENT
Minimum - $16.36/hr.
Maximum - $28.65/hrSUMMARY:
The Program Assistant for the Personal Emergency Response System (Philips Lifeline) performs a variety of tasks that support the operational and clerical functions of the Lifeline program. Reports to the Supervisor of Outreach Services.
1. Program operations and responsibilities. 1.1. Screens and responds to telephone, mail, email, and fax inquiries from potential subscribers, family members, or home health care agencies who are seeking program information or assistance with current service. 1.2. Oversees and manages the return of Lifeline equipment from the subscriber or family member or arranges for equipment pick up for a minimal fee. 1.3. Completes all subscriber paperwork accurately and maintains and/or updates information as appropriate; enters documentation into the Lifeware or CarePartner systems as appropriate. 1.4. Performs installations, service calls, and ensures proper functioning of equipment; ensures all necessary forms are reviewed and signed off by the subscriber, family member, or guardian. 1.5. Provides support and assistance with monthly testing calls to non-compliant subscribers to ensure proper functioning of equipment. 1.6. Conducts calls to all new subscribers within two weeks of installation to assess comfort level with the system and to encourage subscribers and/or family members to call with any questions or issues; documents calls and content of conversation. 1.7. Responsible for assisting with the monthly billing, mailing, deposits, and processing of credit card payments; records, audits, and submits payments to cashiers office. 1.8. Collates patient information and data and enters into patient file/Epic and Lifeline database. Responds to all billing questions from subscribers, family members, and caregivers; follows up with Coordinator or Supervisor with any unresolved questions or issues.[ 1.9. Assists in the annual mailing of customer satisfaction surveys, reminder notices, and follow-up phone calls to optimize completion and return of survey. 1.10. Provides coverage for the Lifeline business line on weekends and holidays as assigned. Tracks calls, outcomes, and required follow up to ensure ongoing maintenance and optimal functioning of emergency response service units. 1.11. Attends and actively participates in staff meetings. 1.12. Assumes responsibility for all other duties as requested. 2. Customer Service 2.1. Works with Supervisor and other staff to create a patient/family experience that exemplifies caring, understanding, efficiency, and overall quality of service. 2.2. Demonstrates the ability to balance customer service with the needs of the program and department. 2.3. Suggests and implements changes to enhance customer service. 2.4. Develops professional and collaborative relationships with colleagues and contributes to a positive work environment. 2.5. Recommends and promotes ideas and/or suggestions that will enhance the Department's commitment to providing exceptional customer service. 2.6. Ensures information is communicated in a timely, sensitive, and effective manner; follows though on inquiries or responses as appropriate. 2.7. Demonstrates sensitivity to the needs and communication styles of our patients, families, and staff. 2.8. Collaborates with colleagues to foster an environment that values patient confidentiality. 3. Quality and performance improvement 3.1. Participates in ongoing quality improvement efforts of the department. 3.2. Utilizes good problem solving methods and resources to examine or resolve problems or refers them to the appropriate person or department for resolution. 3.3. Assists with the implementation of the Quality Improvement plan; assumes responsibility for assigned tasks. 3.4. Identifies and resolves problems with accounts or refers them to appropriate person or department for resolution. 3.5. Maintains statistical information, and prepares reports as requested.
High school diploma or GED required. Associate or Bachelors Degree in Business or Healthcare Administration preferred.
Two (2) to three (3) years work experience in healthcare of human services.
Excellent interpersonal, customer service, and organizational skills required. Attention to detail and ability to effectively communicate with older adults required. Proficient in Microsoft, Microsoft Outlook, Excel, and ability to learn new sofware specific to the program.
Responsible for completing work assignments efficiently, accurately, and in a timely manner.
Responsible for promoting and maintaining excellent customer relations with subscribers, referring organizations, hospital departments, and colleagues to continually improve operations and services. Ensures that program operations, procedures, and activities are delivered within established timeframes. Notifies Supervisor of potential or actual problems to determine appropriate corrective action(s) for resolution and/or improvement.
Use of personal automobile for work related assignments and a valid CT driver's license with a good driving record.